It's about quality control stages and employee retention techniques. How to keep employees morale up.

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“QUALITY CONTROL”

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 Definition: Quality is an asset which may be offered to the
potential customer of a product or service.
 It can be said that a product is of satisfactory quality, if it
satisfies the customer. The customer will buy a product
or service, only if it meets his or her minimum needs. Thus
customer's satisfaction is the main criteria.
INTRODUCTION

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There are two aspects of quality.
 The first is quality of design and
The degree of excellence of the design as related to the
customer's requirement is called quality of design.
 The second is quality of conformance
The measure of fidelity with which the product is taken at the
point of acceptance confirms to the design is called the
quality of conformance.
ASPECTS OF QUALITY

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COST OF QUALITY (COQ)
To decide an acceptable cost of quality, we consider the
value offered by the finished product. While increasing the
quality of the product, we tend to increase its cost.

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Cost are classified in three categories
Prevention costs help us in preventing flaws and defects,
creating stable designs, educating workers and investing in
preventive maintenance.
Appraisal costs consist of expenses on measuring the level
of quality through testing, sampling etc.
Failure costs arise from re-working, rejections, machine
downtimes, worker downtime, replacements, warranties given
to the customer after sale etc. Failure costs are of two
types.
Internal failure costs are generated before a product is
dispatched as a result of non-performance to requirements.
External failure costs are generated after the product is
dispatched as a result of non-conformance to requirements.

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There are two dimensions of quality costs
Positive costs: These costs are attributed to having to spell
out optimum quality right from procurement of raw materials
to the delivery of the finished product to the final customer.
The positive costs should not exceed 6% of total turnover.
Negative costs: It fall in three categories
 Cost due to defects creeping in the manufacturing process.
 Cost due to rectification of defects like after-sales service cost.
 Costs on account of rejection of a consignment by a customer
for substandard quality goods, especially by an importer.

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ECONOMICS OF QUALITY (QUALITY COST)
A manufacturer of a quality product can certainly earn the
expected profit and can hold a big share of the market. Today
each manufacturer is required to give great importance to
the quality factor because there are many manufacture of
the same type of products.
The level of quality is the mirror for a manufacturer, which
reflects the design of the product, skill of the manpower
employed, type of equipment, tools and machinery in use,
amount of testing and inspection done.

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ECONOMICS OF QUALITY (QUALITY COST)
High level of quality reflects lower proportion or small
number of defectives products, high skill level of manpower,
use of standard equipment and tools and better machinery,
existence of effective resting and inspection methods etc.
Good quality ensures higher profitability, creates goodwill
and makes the employment of highly skilled manpower with
better wages possible.
Poor quality or high proportion of defectives products results
in the extra cost to a producer/manufacture/supplier.

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QUALIFY MANAGEMENT
Quality assessment
 It is a probe of the level of quality being achieved.
Quality control starts with quality assessment, and
includes action taken to do away with unacceptable quality.
A typical QC program is based on periodic inspection,
later followed by feedback on results, and the
adjustments made where found necessary.

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Total Quality Control (TQC)
TQC works on the basis of the following functions:
 Quality of design
 Quality of planning
 Quality of production
 Quality of shipment
 Quality of field service (market)

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Quality assurance
 It refers to the assurance to customers that the
products, parts, components, tools etc. contain specified
characteristics and are fit for the intended use.
 In today's competitive industrial world, no businesses
unit can exist for a long time without adhering to the
quality.
 It is responsibility of everybody connected with the
production, directly or indirectly to assure quality.

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FACTORS AFFECTING EMPLOYEES’ MORALE
 Increase in morale, results in improvement of quality
 If workers are dissatisfied or working condition are
poor, employees morale will be at a low level and cases of
rejections will increase in any manufacturing unit
 Employees may not be able to work or may not work or
generally do not work efficiently because of many factors
Psychological factors
Physiological factors
Technical factors
Other factors

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FACTORS AFFECTING EMPLOYEES’ MORALE
Psychological factors
Monotony: when a person is required to perform the same type of work a
number of times repeatedly over a long time, he gets bored or tired. This
ultimately badly affects the quality of a product, resulting in higher rejections
Frustration: Employees get frustrated due to various reasons. They may not
find any chance of promotion or scope for self-development. The boss may
not be co-operative or may be ill-tempered. Management may not have trust
in the employees. Under such circumstances, employees may not work with
interest.
Absence of incentives: Absence of incentives in the form of wages linked
with productivity, incentive wage rates, prizes for quality work etc. makes the
employee dissatisfied

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FACTORS AFFECTING EMPLOYEES’ MORALE
Physiological factors:-
After working for a certain period continuously, a worker experiences stress,
this leads to fatigue. If fatigue is severe, it will affect the quality as well as the
quantity of production.
Technical factors:-
Unclear specifications and faulty design: Faulty design make the product
unfit for use, quality of the products suffers heavily and it results in higher
proportion of rejection.
Improper or unsuitable or substandard tools and equipment: Tools which
are not proper or suitable or of standard quality, affects the quality badly even
if the workers are deficient and sincere.
Complex or unsystematic operations or process and improper
maintenance and repair of tools and machine.

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FACTORS AFFECTING EMPLOYEES’ MORALE
Other factors:-
Working conditions in a factory should be satisfactory.
Absence of (i) Proper ventilation, (ii) Sufficient light,
(iii) Normal temperature, (iv) Subsidized canteen facilities,
(v) Urinals and latrines insufficient numbers, (vi) Provision of
safety gloves, safety glasses, helmets etc for workers etc
results in decreased efficiency.

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HOW TO MOTIVATE THE EMPLOYEES?
1. An employee should be moved from one work to another at a regular interval.
2. This type of job rotation reduces monotony. Unnecessarily interface by a
supervisor, while a worker is performing his job should be avoided as far as
possible.
3. Suggestion from employees for improvement of quality should be encouraged
and prizes should be awarded for good suggestions.
4. Quality campaigns should be initiated and continuously promoted.
5. Reasonable wage rates linked with productivity and quality should be
implemented to encourage the workers to work sincerely and carefully.
6. Provision for adequate training to workers should be made for improvement
of quality and productivity
7. Promotion policy should be framed in such a way, which can provide an
incentive to honest, sincere and hardworking employees. The boss should
take care of his subordinates.

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WHAT SHOULD BE DONE FOR QUALITY ASSURANCE?
For quality assurance, quality specifications for the product
should be established, so that it can meet the requirements
of a customer.
Suitable quality standards for raw materials, parts,
components, tools and equipment, production process etc. are
also determined in advance so as to manufacture quality
products as per the predetermined standard.
Proper inspection and testing procedures and methods
should be evolved to check the quality specifications of raw
materials, parts components, tools and equipment, production
process and methods and also final product.

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WHAT SHOULD BE DONE FOR QUALITY ASSURANCE?
 Periodical evaluation of methods and
procedures of inspection as well as quality control is
a must to measure their efficiency and effectiveness.
 Random checking and testing of the products at
various stages of production should be done.

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CONTROL OF QUALITY
Functions of quality control
To see that the product or service is designed in such a way so that it meets
customer's specifications.
To see that the product or services used by a customer is not harmful or
injurious and meets safety conditions.
To maintain discipline amongst the employees.
To see that the materials, parts components, tools, equipment etc. of standard
quality only are purchased and used.
It is necessary to find out the causes of variations so that corrective actions
can be designed in a proper way.
To make the employees conscious by fixing their responsibility at various
stages of production.
To reduce the proportion of scrap, waste and spilage during the process.
To see that product support services are provided satisfactorily after the
products have been sold.

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CONTROL OF QUALITY
THE QUALITY IS REQUIRED TO BE CONTROLLED AT
VARIOUS STAGES OF PRODUCTION
Design stage
Purchasing stage
Production stage
After a product is sold (product support services)

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CONTROL OF QUALITY
METHODS USED TO ASSURE OR TO CONTROL THE
QUALITY:
Inspection method
Statistical quality control method
Automated control

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CONTROL OF QUALITY (ISO)
The ISO story began in 1946 when delegates from 25
countries met at the Institute of Civil Engineers in London.
ISO 9001: 2000
Today the most talked about quality initiative is ISO
9001:2000 quality system standards. Most of the
organizations all over the world seek to register to this
standard. By the end of 1993, nearly 250 Indian companies
would have registered for ISO. As many as 99 countries
have adopted them and more than 1.5 lakh companies have
been certified around the world.

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CONTROL OF QUALITY (ISO)
Salient features of ISO 9001:2000
 To identify non conformities. Non conformity is a shortfall between what is desired
to be achieved and what is actually achieved. It leads to identification of problem
areas or prospective areas of improvement.
 Systematic prevention of non conformities is another salient feature of ISO
9001:2000.
 ISO 9001:2000 requires a formally documented procedure for each and every
activity.
It requires faithful implementation of procedures and their revision if called for.
ISO confines itself to standard formulation. Implementation is left to individual
nations. In India, there is National Accreditation Board which in turn accredits the
certifying bodies who conduct certification audits. The organization has to furnish
documentary evidence (proper quality standards) to substantiate the effective
operation of quality management system. The certification is valid for no more than 3
years. In this period also surveillance audits are carried out to see compliance.